ValueOptim is currently conducting a search for Director – Service Delivery in Atlanta, GA or Augusta, GA area for a client who is a well-established and fast growing leader in the business of delivering consultative debt recovery, accounts receivable management (A/R) and other business process outsourcing (BPO) solutions.

The role reports directly to the Chief Information Officer and is responsible for the day-to-day management, supervision, and service delivery Service Desk, as well as PMO office. The role leads both onshore and offshore delivery team to ensure proper operation. The leader in this position manages resources within the IT Operations team to ensure high availability of systems and service level performance. The person in this role must build strong relationships with Information Technology departments and Business Partners while using defined processes for incident, request, change, problem, and asset management. Emphasis in this role is given to continuous service improvement in IT Service Management, call/ticket processing and customer satisfaction and project management.

essential duties and responsibilities:

• Provide focus for SLA management and project implementation for internal and external customers
• Participate in critical issues with external and internal customer
• Triage technical issues with engineering teams
• Provide oversight of escalation, prioritization, and drive customer communication during critical events
• Be available outside of business hours to help coordinate handing of urgent issues as needed
• Engage with business leaders and C-Level executives to understand business needs

Qualifications and education requirements:

• 10-15 years of experience in IT service industry with specialization in IT infrastructure management.
• 10 years of IT Service delivery & Project Management experience
• Previous experience in BPO industry is highly desirable
• Knowledge of both theoretical and practical aspects of ITIL, IT Service Delivery & service transitioning
• Experience with ManageEngine Service Desk platform highly desirable
• Direct work experience in technical infrastructure management, capacity, and vendor management
• Proven experience in people management, risk management, and change management
• Knowledge of IT Infra structure management platforms primarily Windows and Avaya
• Experience in managing IT Service Delivery
• Experience with working with offshore based teams
• Experience in working with multidisciplinary teams in IT infrastructure management
• Manage and drive the technical discussions during the high priority issue calls with customers Stakeholder management
• Good communication skills
• Good experience with MS Project, Microsoft Excel, Visio, Word, Outlook, and SharePoint
• Strong negotiation/facilitation skills with an ability to gain consensus
• Excellent written and presentation skills and strong decision-making skills
• Ability to manage customer expectations throughout the project implementation and delivery process
• Ability to work on teams in a lead and participative capacity with many different and diverse stakeholders
• Formal knowledge of project management principles, processes, and tools
• Bachelor’s degree in Computer Science, Information Systems Management, Engineering, or related degree

The executive position is based out of Augusta, GA or Atlanta, GA locations. Great opportunity to work for a great company, excellent work environment, competitive compensation, and benefits. Interviews are happening immediately. Please send your cover letter and resume to sanjay@valueoptim.com for consideration.